1. Parties: Identification of the service provider and customer, including their legal status and registered addresses
2. Background: Context of the agreement, brief description of the software service, and general purpose of the SLA
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Service Description: Comprehensive description of the software services being provided, including scope and functionality
5. Service Levels: Specific, measurable performance metrics, including availability, response times, and reliability standards
6. Service Credits and Penalties: Compensation mechanism for service level failures and calculation methods for service credits
7. Support Services: Description of support levels, response times, and escalation procedures
8. Customer Obligations: Customer responsibilities, including providing necessary access, information, and maintaining minimum technical requirements
9. Data Protection and Security: Data handling procedures, security measures, and compliance with Indonesian data protection regulations
10. Charges and Payment: Fee structure, payment terms, and billing procedures
11. Term and Termination: Duration of the agreement, renewal terms, and termination conditions
12. Force Majeure: Circumstances beyond reasonable control affecting service delivery
13. Liability and Indemnification: Limitations of liability and indemnification obligations of both parties
14. Governing Law and Dispute Resolution: Specification of Indonesian law as governing law and dispute resolution procedures
